Customer Success (Associate Level)

ERM Libryo is a technology company that provides a Platform for organisations to know the applicable sustainability legislation that they need to comply with. This gives the answer to the question “what does

the law require of me here and now?” It goes further than just providing a legal library, instead ERM Libryo goes right down to the specific-sections of the applicable legislation and allows its users (not always legally trained) to search intuitively and get legal answers immediately. It also tracks every applicable

legislation change and notifies all users who need to know.

This is an opportunity for a highly ambitious individual that is interested in working in a fast-paced, legaltech company.

As a Customer Success you will manage and delight a portfolio of ERM Libryo customers. You will be relentlessly focussed on creating success for your customers. You will be solutions-driven and a problem solver. To do this, you will need to build key relationships with all of your customers and truly

understand your customer’s needs and requirements. Your goals and objectives will revolve around retaining and expanding your customer base. In this role you will report to the Head of Customer Success.

Key responsibilities and duties:

• Become a Customer Success ambassador for ERM Libryo.
• Manage relationships and a selection of key customer accounts
• Deploy large projects and open opportunities for customer expansion
• Help maintain the administrative and data infrastructure of your customer portfolio, including (but not limited to):

○ contact, company and deal data in our CRM

○ user, customer, team, organisation data in the ERM Libryo Platform

○ managing of renewal data and assistance with monthly renewal reporting

○ adding/Removing of users to ERM Libryo

○ maintaining active/in-active users and/or organisations on the platform

○ creation of Projects for new customers getting onboarded to ERM Libryo

○ creation of Projects for new and renewing customers

○ updating and the sending of important customer documentation to renewing customers

• Become an expert user on the ERM Libryo Platform. This will enable you to train and demo the platform at a high level.
• Provide day-to-day support to the Customer Success team
• Customer ‘first-line’ query resolution and query tracking – in all mediums (live chat, emails, phone calls). This includes;

○ creation and closing of customer query ‘tickets’

○ logging and capturing all communications with customers on our CRM

○ being able to handle live-chat user queries

○ making outbound calls to resolve customer queries.

○ outbound calls to follow up on renewals and outstanding customer documents

○ understanding and utilizing the team support inbox for all customer email queries.

• Perform generic online Customer Success training sessions for new and existing users.
• Generate and distribute monthly internal and external reporting
• Provide quality user feedback to the product team to assist with product development
• Work with the Customer Success team to provide input to map out all internal processes that

relate to the customer journey, customer data maintenance, query resolution and feedback loops.

• Undertake other such reasonable duties as required by the co-founders and the Customer Success team.

Requirements:

• 1+ year Account Management/Customer Success experience
• Keen interest in SaaS and technology
• Completely customer-centric (everything we do is about the customer and their success)
• Eye for detail
• Very good communicator
• Ability to multi-task
• Very Organised and process-driven
• Fast learner
• Takes initiative and self-starter
• 3/4-year business degree. Legal background added bonus!
• Excellent writing skills
• Knowledge of CRM software, Zendesk, Google Suite an added advantage

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